Analisis Kepuasan Konsumen Memediasi Pengalaman Belanja Online Dalam Membentuk Loyalitas Pelanggan (Survei E-Commerce Bukalapak)

Zakilla Stephania Surahman; Ery Sunarya

doi:10.5281/zenodo.11077269

Zakilla Stephania Surahman Universitas Islam 45 Bekasi, Indonesia
Ery Sunarya Universitas Muhammadiyah Sukabumi

DOI: https://doi.org/10.5281/zenodo.11077269

Abstract

Current technological developments require every human being to continue to innovate, including when it comes to shopping with the aim of making it easier and faster. e-commerce is one solution to overcome the problem of efficiency in carrying out buying and selling transactions. So Bukalapak e-commerce is one e-commerce that is not always people's main choice in using e-commerce because of the large number of e-commerce that currently exist. Thus, this will have an impact on decreasing consumer loyalty towards Bukalapak e-commerce. The purpose of this research is to determine the mediating influence of consumer satisfaction in the relationship between online shopping experience and customer loyalty interest. The results show that Bukalapak e-commerce has succeeded in building a good online shopping experience, consumer satisfaction and customer loyaliy in the eyes of consumers.

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